Technical Support Specialist

SAIC•Washington, DC

52d•Onsite

About The Position

SAIC is seeking a Technical Support Specialist to support a large federal government agency in Washington, DC. Employee will perform on-site, at a secure government location on one of three shifts, including some weekends and holidays. Shifts available: Sunday-Thursday, 10\:30pm-7\:15am Monday-Friday, 2\:30pm-11\:15pm Description of Duties: Perform advanced, day-to-day operational maintenance, support, and upgrades for complex operating systems and mobile workstations. Coordinate, direct, and perform complex software installations. Develop, implement, and promote standard operating procedures and schedules. Manage, maintain, and repair enterprise devices for remote global workforce with a user base of more than 20K. Utilize an IT Service Management ticketing system (ServiceNow) to document incidents and requests and the respective resolutions and fulfillments. Perform administrative tasks on devices in-person and remotely to support a broad range of issues. Attend to customers visiting the office in-person via scheduled appointments and walk-ins. Organize, configure, and perform troubleshooting on devices brought in for (re)imaging. Offer timely technical support and teach users how to operate devices correctly. Update and prepare official documentation and records for Leadership and team awareness as well as for future reference. Undergo continual training to stay current on corporate and team policies in addition to troubleshooting methods. Identify, monitor, and notify team and Leadership of trending issues, requests, and/or other pertinent matters. SAIC accepts applications on an ongoing basis and there is no deadline. SAIC® is a premier Fortune 500® mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion. For more information, visit saic.com . For ongoing news, please visit our newsroom .

Requirements

Associates and 3 year of related experience; Bachelors and 2 years; OR high school and 5 years of related experience.
Ability to focus on ticketing and monitoring systems for sustained periods.
Ability to follow standard operating procedures and comply with data entry standards.
Strong oral and written communication skills with experience working directly with end-users, including VIPs.
Excellent customer service skills.
Experience with imaging mobile devices.
Experience with Microsoft Active Directory and Group Policies.
US Citizenship.
Active interim secret clearance or higher.
Must be able to obtain a secret clearance.

Nice To Haves

Microsoft System Center Configuration Manager (SCCM) or Microsoft Endpoint Configuration Manager (MECM).
Microsoft PowerShell.
TCP/IP based networking.
Defender Anti-Virus Software.
IT service life cycle management (design, build, test, deploy).
Microsoft certifications.
CompTIA A+, Network+, Security+.

Responsibilities

Perform advanced, day-to-day operational maintenance, support, and upgrades for complex operating systems and mobile workstations.
Coordinate, direct, and perform complex software installations.
Develop, implement, and promote standard operating procedures and schedules.
Manage, maintain, and repair enterprise devices for remote global workforce with a user base of more than 20K.
Utilize an IT Service Management ticketing system (ServiceNow) to document incidents and requests and the respective resolutions and fulfillments.
Perform administrative tasks on devices in-person and remotely to support a broad range of issues.
Attend to customers visiting the office in-person via scheduled appointments and walk-ins.
Organize, configure, and perform troubleshooting on devices brought in for (re)imaging.
Offer timely technical support and teach users how to operate devices correctly.
Update and prepare official documentation and records for Leadership and team awareness as well as for future reference.
Undergo continual training to stay current on corporate and team policies in addition to troubleshooting methods.
Identify, monitor, and notify team and Leadership of trending issues, requests, and/or other pertinent matters.